Interactive Member Service Representative - Philadelphia, United States - SUN FEDERAL CREDIT UNION

Description

The Interactive Member Service Representative (iMSR) is responsible for delivering extraordinary service to members and guest members while processing accurately and efficiently a variety of transactions and inquiries remotely.

Adheres to applicable policies and procedures and displays the ability to solve a wide range of problems, think, reason and learn.

iMSRs proactively suggest appropriate products and services to enhance and deepening member relationships and consistently demonstrate the "People Caring about People" mission of Sun Federal Credit Union in each member interaction.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Employee must effectively carry out the following essential duties and responsibilities of this position in a manner that consistently demonstrates Sun Federal's mission, values and culture. Other duties may be assigned._

1) Assumes responsibility for enhancing and deepening member relationships.**b) Educates members on the use of Interactive Teller Machines (ITM's) and provides technical support via video service technology.

c)

Processes accurately and efficiently a variety of transactions via remote technology; including, but not limited to:

identifying and responding to account inquires and questions, processing payments (including transfers), handling card service inquires and requests, reviewing check holds and releasing holds within defined parameters, account maintenance, etc.

d) Demonstrates a strong ability to identify, analyze and solve problems with varying degrees of complexity.

e) Understands and answers members' questions and concerns by actively listening and offering guidance to appropriate products and services.

f) Identifies and makes appropriate referrals for members that will result in members saving better, borrowing smarter and improving overall financial wellness.

g) Looks for ways to enhance member relationships by building trust and confidence.

h) Maintains and projects the Credit Union's professional reputation. Maintains privacy of member account information.

i) Promptly reports malfunctions of interactive service equipment to manager.


2) Assumes responsibility for achieving goals.**a) Meets specific goals for member service, communication, accuracy and balancing.

b) Adheres to all regulatory and credit union established policies and procedures.

c) Researches and resolves complex member service issues with limited supervision.


3) Assumes responsibility for related duties as required or assigned.**a) Follows applicable security, member identification, and fraud prevention policies, procedures and practices. Assures member verification is handled according to SFCU policies for all transactions.

b) Achieves and maintains required certifications, including compliance.

c) Maintains a high degree of knowledge in all credit union programs, ensuring quality service and accuracy is delivered to SFCU members.

d) Takes responsibility for retaining member relationships.

e) Takes ownership of problems, show empathy and apologize for errors and follow up appropriately.

f) Utilizes member feedback to enhance service quality, create equitable solutions and increase member loyalty.

g) Keeps manager informed of activities and of any significant problems or concerns.

h) Completes required reports and records accurately and promptly.

i) Attends meetings as required.

j) Ensures that work area is clean, secure, and well maintained.

k) Perform related clerical duties as required.


4) Promote Individual and Credit Union Success**a) Supports Sun Federal's mission, vision and values. Makes a positive contribution to business plan objectives and goals.

b) Understands and adheres to all policies, procedures and regulations.

c) Responsible for personal development through training, collaboration and teamwork.

d) Demonstrates professionalism in dress, tone, flexibility and communication.

e) Consistently acts as part of a cohesive team, demonstrating excellent interpersonal skills and the ability to interact positively with other employees. Maintains open and respectful communication with other departments. Handles conflict directly and discreetly.

f) Shows empathy and respect in all interactions with members, internal and external.

g) Takes ownership of job duties as assigned or needed. Participates in assigned projects and training in a meaningful and positive way.

h) Recommends and develops process improvements and procedures to enhance productivity and improve service.


PERFORMANCE MEASUREMENTS

• Member services functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
• Good business relations exist with members. Member problems or questions are courteously and promptly resolved.
• Good working relationships and coordination exist with area personnel and management. Appropriate assistance is provided to area staff as needed. S